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Nov
25
Support desk update
Posted by Jennifer Ratcliffe on 25 November 2016 05:03 PM

Dear Customer,

Just a polite reminder that all support calls should now be logged via EasyBuild GoToAssist. The current Helpserve email is not longer being monitored for new tickets.  We will be continuing to address existing tickets and updates to these will be posted on the new Goto Assist site.  Please bear with us during this transition period.

EasyBuild Support are always looking at ways to enhance the level of service which we provide to our customers, you will see this over the coming months. We may ask for additional information during our engagement with you to resolve an issue, but this is to ensure that we can get to the root cause, which will benefit long-term.

Thank you for your continued support,

Jenny Ratcliffe

Customer Support Manager


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Oct
20
New Support Site - Live
Posted by Jennifer Ratcliffe on 20 October 2016 08:12 AM

Following on from our previous update, the GoToAssist helpdesk is now Live! GoToAssist will provide a better solution and ability to log, update and maintain support calls for both the customer and the Easybuild support team. This solution will allow us to better integrate the support and development functions as well as improving security and auditing.

All customers should now have received a 'user guide' for GoToAssist as well as a username and password link to the web portal by the Easybuild support team. This can be activated and used immediately.

Please note: As at the end of November16 we will only be using the new portal, so all calls will need to be logged using GoToAssist. Any existing 'Outstanding' calls will be migrated over by the Easybuild support team as part of the switch over.

As well as the new Web portal, please note that the support email address has also changed and should be used going forward: support@easybuild.assist.com

Many thanks,

Easybuild Support team.


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Sep
29
New Support Site Coming
Posted by Chris Gadsby on 29 September 2016 01:39 PM

As part of our continuing expansion, we are upgrading our support helpdesk to Citrix GoToAssist Service Desk.  This will allow us to better integrate the support and development functions and provide a better service to our customers as well as improved security and auditing.

As part of the preparations for this we are migrating users details across to the new system and this may well generate some account activation messages.  If you receive one of these then please activate the account.  We will be sending more information out in due course with details of the new service, how to use it and how and when we will be making the new system live.

Thanks a lot

EasyBuild Support


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Sep
14
product release notes sept-2016-- 5.0.11.5708
Posted by Felix Tsang on 14 September 2016 02:28 PM

Please find document below

http://easybuild.helpserve.com/Knowledgebase/Article/View/45/0/product_release_notes_-sept-2016--5011-5708pdf


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Jun
9
Important Information - AE Pension Value Adjustments
Posted by Luke Scillitoe on 09 June 2016 04:17 PM

If you have entered values beside the percentage fields for EE's or ER's contributions for AVC or Value only AE deductions then these are currently only stored for one payroll at a time.  It has only recently come to light that this is the behaviour if these fields, and as a result this maybe different from what you were led to believe from your training.

This has now been released in a new update, which is available now.

Sorry for any inconvenience this may have already caused you.

 

EasyBuild Support


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